Chief Operating Officer - Randburg Verfied

R 1000000 per annum Randburg, Gauteng Randburg, Gauteng more than 14 days ago 23-05-2018 6:54:47 AM
18-07-2018 6:54:47 AM
Randburg based. R1,1m salary. Strictly EE position. (African male or female). Reporting to the Chief Executive Officer.

Requirements: -
A Master’s Degreein health and/or wellbeing
At least 10 years’ working experience in a similar role, with experience in the wellbeing industry preferred

Assume responsibility for: -

Provision of exceptional and specialised client and customer service

Management:
Planning and budgeting and monthly reporting in terms of performance
Represent division at relevant forums
Management of the Centres of Excellence Team Leaders
Service access:
Design and maintain 24/7 convenient access to relevant quality care, on all delivery channels
Ensure that the targeted population are reached and enrolled
Service relevance:
Design and maintain streaming of service requests, according to service delivery protocols
Service quality:
Develop and maintain a knowledgeable and productive wellbeing team
Design, monitor and maintain compliance with business and service protocols
Service efficiency:
Design and maintain compliance with efficient service delivery and productivity models
Service experience:

Ensure excellent customer and provider experience

Key performance indicators: -
Achieve a good rating of Wellbeing Services team on their KPA’s and KPI’s
98% compliance with implementation plans for all large clients and large projects
98% compliance with access standards to care and within client service level agreements and service protocols
98% compliance with client and service protocols, including reach and resolution
A client satisfaction rating of their service with a net promoter score rating of 9
A provider partner rating of the partnership with a net promoter score rating of 9
98% satisfaction ratings from customers
Achieve gross (after external service providers) margin of 50%, and operational (after service related overheads) margin of 30%

Competencies: -
Individual leadership – using appropriate styles and methods to inspire and guide individuals (direct reports, peers, and supervisors) towards goal achievement: modifying behaviour to accommodate tasks, situations, and individuals involved
Delegation of authority and responsibility – allocating decision making authority and task responsibilities to appropriate subordinates: utilising subordinates time, skills and potential effectively
Planning and organising – establishing a course of action for self and others to accomplish a specific goal, planning proper assignments of personnel and appropriate allocation of resources
Develop organisational talent
Establishing performance/development goals, coaching performance, providing training, and evaluating performance
Developing subordinate skills and competences by planning effective development activities relating to current and future jobs
Customer service orientation – proactively developing customer relationships by making efforts to listen to and understand the customer; anticipating and providing solutions to customer needs; giving high priority to customer satisfaction.
Coaching - facilitating the development of others knowledge and skills: providing timely feedback and guidance to help them reach goals
Judgement/problem solving – committing to an action after developing alternative courses of action that are based on logical assumptions and factual information and that take into consideration resources, constraints and organisational values
Communication
Expressing ideas effectively; adjusting language or terminology to the characteristics and needs of the audience.
Expressing ideas clearly in documents that have organisation, structure, grammar, language and terminology adjusted to the characteristics and needs of the audience
Technical and professional knowledge – having achieved a satisfactory level of technical and professional skills/knowledge in job related areas: keeping abreast of current developments and trends in areas of expertise
Persuasiveness/sales ability – using appropriate inter personal styles and communication methods to gain acceptance of an idea, plan, activity, or product from prospects and clientele
Fluent in English; other languages advantageous
Computer literacy – job-related software application proficiency

Our client delivers comprehensive wellbeing, assistance and loyalty services to organisations, medical schemes and affinity clubs. Their focus as a company falls on helping fellow companies, individuals and consumers to change and improve. In this regard, everything they do is geared towards making positive change happen.